Key Responsibilities: Managed Services Oversight - Manage the full lifecycle of data center and cabling services delivered under a managed services model. - Ensure alignment with contractual obligations, SLAs, and performance metrics, with a focus on service reliability and uptime. - Oversee rack and stack, cross-connects, structured cabling (copper/fiber), equipment provisioning, and decommissioning activities. Customer Relationship & Stakeholder Management - Serve as the primary service interface with banking client stakeholders including IT infrastructure, security, and compliance teams. - Conduct regular service performance reviews, generate operational and SLA reports, and lead continuous improvement planning. - Build strong, trusted relationships and proactively identify opportunities to enhance customer experience and value. Operations & Team Leadership - Lead a team of technicians, engineers, and subcontractors across multiple bank-owned and colocation data center sites. - Oversee technician tasking, training, workload balancing, and quality assurance across all delivery activities. - Drive operational excellence by enforcing SOPs, change control processes, and compliance with structured cabling standards (e.g., ANSI/TIA, ISO/IEC). Compliance & Risk Management - Ensure services meet banking industry requirements for physical security, regulatory compliance, audit readiness, and data privacy. - Maintain accurate records of service performance, access logs, cabling diagrams, and infrastructure inventories. - Support disaster recovery and business continuity planning related to physical IT infrastructure. Service Reporting & Governance - Track and report on SLA adherence, incident trends, root causes, and service request fulfillment. - Maintain governance dashboards and documentation as part of managed service delivery obligations. - Actively participate in risk assessments, audits, and service improvement initiatives. Qualifications & Experience: - Bachelor's degree in Information Technology, Electrical Engineering, or a related discipline. - Minimum 8 years of experience in service delivery or operations management within data center infrastructure and cabling services. - At least 3 years of experience supporting financial services or highly regulated environments. - Proven experience managing structured cabling projects and data center operations under a managed services framework. - Strong knowledge of ITIL, structured cabling standards, and data center facility practices. - Certifications: ITIL Foundation (required); PMP, ISO/IEC 27001, or DCIM (preferred). - Familiarity with tools like ServiceNow, Remedy, DCIM platforms, or CMDBs. Core Competencies: - Service Excellence – Delivering measurable outcomes through disciplined service operations. - Leadership – Leading cross-functional teams in dynamic, high-availability environments. - Customer Focus – Translating client requirements into actionable delivery plans. - Communication – Strong verbal and written communication with stakeholders at all levels. - Compliance Awareness – Working within risk, audit, and regulatory boundaries of financial clients. - Technical Acumen – Knowledge of data center ecosystems, structured cabling topologies, and physical infrastructure.